Pioneer Residential Home Phone Service User guide

Brand: Pioneer

Model: Residential Home Phone Service

Type: User guide

Below you will find brief information for Home Phone. This document provides quick reference guides for Pioneer's Residential Home Phone service. It details how to manage your service through three web portals, including updating 911 addresses, accessing voicemail, and customizing call options. You'll also find instructions on checking voicemails via telephone, managing contacts, greetings, and notifications, and setting up wake-up calls.

Thank you for choosing Pioneer Home Phone service. Included with Pioneer’s Residential Home Phone service is

access to three (3) different web portals to help you manage your service and view usage.

1. e-911 Emergency Routing Service portal: This portal is used to update the subscribers 911 address associated

with their VoIP Home Phone service. The subscriber is responsible for registering and updating the 911 address

of where you are currently using Pioneer’s VoIP Home Phone service. An accurate 911 address is necessary in

the event 911 services are needed. Pioneer is not liable for ensuring the validity or accuracy of any 911 address

registered. When using the VoIP Home Phone mobile app (Pioneer Smart Office), the cellular device

coordinates are used when dialing for 911 service. To access the 911 Emergency Routing portal, visit

https://e911.gopioneer.com

2. Voice mail Messaging Portal: This portal is used to access Voice mail messages and manage all aspects of your

Voice mail service. From this portal the subscriber will be able to listen to messages, change greetings, add

contacts and more. The Residential Home Phone service does not allow the Fax, Attendant, or Lists options. To

access the Voice mail Messaging Web Portal, visit https://hostedvm.gopioneer.com

3. End-User Portal: This portal is used to manage your home phone options. You will have the options to view

call logs, customize routing of calls and manage contact lists. If you choose to not customize your options,

default options will apply. To access the End User Portal, visit https://eup.gopioneer.com

The 911 address provided by the VoIP Home Phone subscriber at the time of installation will remain constant

unless updated by the subscriber through the portal provided below. Pioneer is not liable for ensuring the validity

or accuracy of the 911 address after the initial activation of the VoIP Home

Phone service.

To update the 911 location of your Residential Home Phone, visit:

https://e911.gopioneer.com

Once the Residential Home Phone is activated, the subscriber will receive an email from “Intrado” with a link to the 911

Emergency Routing Service website so that the subscriber can set up a Password.

1. At the portal login screen, enter your email provided to Pioneer and

the password that was set up via the link from Intrado.

2. For your convenience, please make note of the login credential

below.

a. Username (email address) _______________________________________________

b. Password __________________________________________

Residential Home Phone

Quick Reference Guides

888.782.2667

GoPioneer.com

911 Emergency Routing Portal Quick Reference Guide

3. To manage the 911 service address, click on the Provisioning tab. There will be fields within this tab and

portal that will not pertain to your service. Not all functions

are enabled for Pioneer’s Residential VoIP Home Phone

service. Unnecessary changes made by you could affect your

phone service.

4. On the Provisioning tab, you can view and manage your personal 911 Service Address (ERL

INFORMATION). Click on the Edit tool to manage the provisioning.

5. After you click on the Edit tool, the window below will open. In this window you can update your 911

Service Address and Notification information.

6. Administration tab – This tab is used to manage multiple users on an account. However, with our

Residential VoIP Home Phone service, there is only one user assigned per account. DO NOT change the

user information, including NAME, EMAIL, PASSWORD or PHONE NUMBER or your VoIP service will no

longer be active.

Subscriber ID: is your VoIP Home Phone number and can’t be modified.

ERL Name: Subscriber Name

Update the House Number, Street/Rd, City, Country, State and Zip to the

new 911 service address.

Location: can provide greater detail such as a Building # or Unit #, etc.

Use the Notifications box to

update the email address of

who is to receive an email

when Provisioning

information is updated.

Don’t forget to click

on SAVE, once you

have made updates.

Subscribers also have the option of checking messages and changing greeting through a more traditional method,

simply by using a telephone.

To retrieve Voice mail messages from your telephone:

1. Dial 405.375.8441

2. Follow the prompts for Subscribers by pressing #.

a. Enter your phone number, then press #

b. The default Voice mail PIN is 1357. It is strongly recommended that users change the PIN for

added security.

Manage call logs and access Voice mail messages. Voice mail messages can be played from this portal or a telephone.

1. Visit https://hostedvm.gopioneer.com

2. Enter your 10-digit phone number and the default PIN, 1357, to login.

**NOTE: If you have a new voice mail message, the subscriber will hear a

stuttered dial tone when the phone receiver is lifted.

After successfully logging in to the Voice mail Messaging portal, the Home tab

will allow several options. This Reference Guide is to help you with the basic functions.

1. The top navigation tab provides quick access to

Messages,

Contacts, and Options menus.

2. Manage your Messages, Contacts and Options from

the icons located on the Home page.

3. Access your Account settings and options by clicking

My Account option on the top right of the top

navigation bar

4. You can also access Voice Mail Messages, System

Greetings and notifications settings located in the

panel located on the right side of the Home page.

Voice Mail Messaging Portal Quick Reference Guide

How to check your Voice Mail

Messaging Portal - Messages

1. Navigate to the Messages menu by clicking the Messages icon on the

home page or by selecting the

Messages tab on the top navigation bar.

2. To manage multiple messages, check the box next to the desired

message or select the box located at the top

of the menu. Next click

the down arrow on the Action tab and select the action of choice.

3. When a message is selected menu options will be presented. Select an

option by clicking the box of choice.

4. Forwarding: If selected, a forward message wizard will appear with

necessary steps required to forward the

message selected.

5. Once all fields are entered, click the Send button.

Messaging Portal - Contacts

1. Navigate to the Contacts page by using the Contacts icon located on the Home page or by selecting the

Contacts tab from the top navigation bar.

2. Select the Add Contact box to add new Contact details.

3. Type into the Search Contact window to search and update an

existing contact.

4. Update New Contact information in the fields provided.

5. Select the Save button to save your new contact details.

Messaging Portal – More about Contacts

1. Navigate to the Contacts page by

using the Contacts tab located

on the Home page or by

selection the Contacts tab from

the top of the navigation bar.

2. Click the Choose File button to

select a file to be uploaded.

3. Click the radio button for the

Import Option you wild like to

apply to your imported list.

4. Note: The import file should be a

.csv format and the first row of your .csv file should identify the contact fields (for example, “First name”,

“Last name”, “Home”) with each contact entry on a new row.

**NOTE: Each contact entry must have either a first name or a last name entry.

5. Click the Import button to begin the import process.

Messaging Portal - Options - Voicemail

1. Navigate to Options tab on the top navigation

bar and select the Voicemail sub-menu tab.

2. Select the Message Ordering preference from

the options provided.

3. Determine the Message Header Size

preferred and click the

appropriate radio

button.

4. Select the desired Prompt Level option.

5. Set-up an Auto login option by entering the

phone number

that you will be calling from

to check messages.

6. Once selections are complete, click the Update button to save your

settings.

Messaging Portal – Options - Greetings

1. Navigate to the Greetings

menu by using the quick

link on the Home page or

tab by selecting the

Options tab from the top

navigation bar and the

Greetings tab from the

sub-menu tab

2. Select the type of Greeting

from those provided by

clicking the radio button

or check box on the left

side of each option.

3. Click the Record or Import

button and follow the

steps provided in the

greeting wizard.

4. To record a greeting, click the Record your Own option on the left tab and

enter the phone number where

you would like to be called and click the Call

Me button. The system will call you and record your greeting,

select the # key

on your phone to save the recording.

5. To upload a pre-recorded greeting, select the Import a Sound option on the

left column and click the Choose

File button and elect OK to save.

6. Listen to each recording and activate by clicking the Update button.

Messaging Portal – Options - Notifications

The system will notify you with an email or a phone call when a message is left in your mailbox. Remember, by

default you will hear a stuttered dial tone when you pick up your phone receiver if you have a Voice mail message.

1. Navigate to the Options

tab and select the

Notifications option.

2. Select how you would like

to be notified by checking

the appropriate

box and

entering your Email

address and/or Phone

number.

3. Select when you would like

to be notified by checking

the

appropriate Days box

and entering the time of

day using the

scheduling

tools provided.

4. Click the Update button to save the Notifications Schedule.

Messaging Portal – Options – Wakeup

Stay organized and on time with a wakeup call whenever you need one. Create a wakeup call by

clicking the Schedule Wakeup Call button, or click a wakeup call in the list to edit.

1. Navigate to the Options tab and

select the Wakeup sub-menu

tab.

2. Select how you would like to

receive wakeup calls by clicking

the

Schedule Wakeup Call

button.

3. Complete the Schedule

Wakeup Call fields by providing

a Phone

Number.

4. Schedule your wakeup calls by

providing the Phone Number,

Dates,

Time and Frequency in

the fields provided.

5. Once complete, select Update to save your settings.

Messaging Portal – Options - Reminders

1. Navigate to the Options tab and select Reminder sub-menu tab.

2. When reminders are set up the telephone interface, they appear in the Reminder options page.

3. To update a reminder, click the telephone number highlighted in blue.

4. Update the reminder details by updating the fields provided. Fields that can be updated are Phone

Numbers, Dates, Times, and Recurrences.

5. To listen to the pre-recorded reminder Message, click the play arrow button.

6. To cancel a reminder, click the reminder check box and click the Cancel button.

NOTES:

_____________________________________________________________________________________________

You will need the following to log in to the User Web Portal:

1. The web address for the User Portal is https://eup.gopioneer.com. From this portal you can manage your Residential

Home Phone service. All setting will set at the default settings unless you change them in the End User Portal.

2. The User ID and Password for your Home Phone service provided to you during the initial installation of your service

by a Pioneer Technician.

End-User Portal login:

1. Go to the Portal website, https://eup.gopioneer.com

2. Enter your User ID and Password the login screen and

click SIGN IN. (Kandy is our Residential Home Phone

provider.)

*NOTE: This login is the same login credentials as you will

use with the GoPioneer Smart Office mobile app if you

choose to use it.

User ID ________________________________________

Password ______________________________________

End-User Portal Quick Reference Guide

Call Logs and Voicemail Messages

Manage call logs and access voicemail messages. Voicemail messages can be played from this tab.

End-User Portal – Address Book Contacts

Add, manage, or edit your personal address book contacts. Your personal

address book is completely under your

control; simply add entries and then edit and organize as you see fit.

The Event column

shows the type of

event or call.

The Contact/Number column

displays the name or number

associated with the event.

The Status column displays the

voicemail state or status.

Enabling the check

box selects items

that will be deleted.

The Time column

displays the date and

time an event. occurred.

The Duration

column displays the

length of the event.

One-click to

listen to

voicemail

messages.

Message playback

controls

End-User Portal – Voicemail Settings

Update Voicemail settings, greeting and e-mail notifications. User can also update greetings when access

voicemail box through voicemail number, 405.375.8441.

End-User Portal – Call Routing Rules

Create call routing rules to improve how calls are routed and managed; redirect calls based on simple filtering parameters. It’s

easy to ring multiple devices to increase your access to callers or conversely screen calls or send all calls to voicemail to

preserve privacy.

End-User Portal Quick Reference Guidek Reference Guide

Residential Home Phone Mobile App

(Pioneer Smart Office app)

NOTES:

All Support information provided in this document are also on the GoPioneer.com Support site, click here.

Pioneer Residential Home Phone Service User guide

Pioneer Residential Home Phone Service User guide

Pioneer Residential Home Phone Service User guide

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